Merchant Expert Team Lead — 24/7 Customer Ops

Uber Technologies Inc.; Fatih; Hybrid; TRY 400,000 - 650,000; Full time

Benefits offered by this job

Bonuses

Equity

Benefits

Job summary

Uber Technologies Inc. is seeking a COE Team Lead I in Turkey to empower a 24/7 contact center team serving riders, drivers, and earners. You will lead with clarity, coach for high performance, and own escalations with cross-functional influence.

This role demands resilience, a data-driven mindset, and a commitment to operational excellence. Responsibilities include coaching specialists, managing performance metrics, and partnering with Recruiting and HR to build a diverse, capable team aligned

Qualifications

• Minimum 1 year direct people management experience.
• Experience in retail, hospitality or contact center.
• Proficiency with Google Suite and basic project management.

Responsibilities

• Lead, coach, and motivate a team of specialists with urgency to achieve high-performing results.
• Drive accountability and performance metrics in a 24/7 environment.
• Navigate escalations and influence cross-functional partners for solutions.
• Identify patterns in performance to build targeted coaching plans and improve service quality.
• Lead improvements on support logic and processes to enhance agent and customer experience.
• Lead root cause analyses on escalations and implement preventive actions.
• Collaborate with Recruiting and HR to hire, onboard, and develop the team.

Skills

Turkish

English

People management

Customer service

Tools

Google Workspace

Project management

Job description

Uber Technologies Inc. is seeking a COE Team Lead I in Turkey to empower a 24/7 contact center team serving riders, drivers, and earners. You will lead with clarity, coach for high performance, and own escalations with cross-functional influence.

This role demands resilience, a data-driven mindset, and a commitment to operational excellence. Responsibilities include coaching specialists, managing performance metrics, and partnering with Recruiting and HR to build a diverse, capable team aligned